FIELD OF THE PRESENT INVENTION
[0001] The present invention relates to the field of communication, and more particularly,
to a method for enhancing processing priority, a method for implementing an interactive
service, a method for generating a customized IVR flow, and corresponding apparatus
and system.
BACKGROUND
[0002] Interactive service providing method is widely used in many industries, such as Interactive
Voice Response (IVR) system, Internet Protocol Television (IPTV), telephone bank and
so on, because it has many advantages such as convenient operations, good interactions,
saving human resources and so on. In a conventional interactive service providing
method, a service provider provides a subscriber with service information in a predefined
sequence, while the subscriber may make no changes to the providing sequence of the
service information and have to operate step by step under the prompts of the system
until reaching the desired service information. For example, a conventional IVR system
guides a use via voice prompts to select corresponding service information through
telephone keys or voice step by step, and the subscriber has to perform multiple operations
in order to reach the desired service information.
[0003] In developing the present invention, the inventor found there are at least the following
problems in the conventional art.
[0004] The conventional interactive service providing method is unable to optimize its service
flow according to the operating trajectory of each subscriber since the service flow
is almost the same for all subscribers, so that the conventional interactive service
providing method is complicated for the subscribers to operate and hard to be customized
for individuals.
SUMMARY
[0005] Embodiments of the present invention provide a method for enhancing processing priority,
a method for implementing an interactive service, a method for generating a customized
IVR flow, and corresponding apparatus and system, in order to solve the problem of
being unable to adjust the priority of the service in prior art, simplify the procedure
for service operation, shorten the time interval for service operation, and realize
the customization for service operation.
[0006] Embodiments of the present invention provide a method for implementing an interactive
service, the method includes: receiving a communication link request from a subscriber;
acquiring basic information of the subscriber; acquiring a customized Interactive
Voice Response (IVR) flow of the subscriber based on the basic information, wherein
the customized IVR flow being generated based on operating information of the subscriber;
providing the interactive service to the subscriber according to positions of nodes
in the customized IVR flow.
[0007] Embodiments of the present invention provide a method for generating a customized
Interactive Voice Response (IVR) flow, the method includes: acquiring operating information
of a subscriber; generating the customized IVR flow based on the operating information
of the subscriber, in order for the subscriber to get an interactive service according
to the customized IVR flow.
[0008] Embodiments of the present invention provide an apparatus for implementing an interactive
service, the apparatus includes: a receiving module adapted to receive a communication
link request from a subscriber; an acquiring module adapted to acquire basic information
of the subscriber, and acquire a customized Interactive Voice Response (IVR) flow
of the subscriber based on the basic information, wherein the customized IVR flow
being generated based on operating information of the subscriber; a providing module
adapted to provide the interactive service to the subscriber according to positions
of nodes in the customized IVR flow.
[0009] Embodiments of the present invention provide an apparatus for generating a customized
Interactive Voice Response (IVR) flow, the apparatus includes: an acquiring module
adapted to acquire operating information of a subscriber; a generating module adapted
to generate the customized IVR flow based on the operating information of the subscriber,
in order for the subscriber to get an interactive service according to the customized
IVR flow.
[0010] Embodiments of the present invention provide a system for interactive voice, the
system includes an apparatus for implementing an interactive service, the apparatus
is adapted to: receive a communication link request from a subscriber, send an inquiry
request to an Interactive Voice Response (IVR) subscriber behavior analyzing platform
to determine whether the subscriber has a customized IVR flow, wherein the customized
IVR flow being generated based on operating information of the subscriber; receive
the customized IVR flow, which is sent by the IVR subscriber behavior analyzing platform
when the IVR subscriber behavior analyzing platform determines that the subscriber
has the customized IVR flow; provide the interactive service to the subscriber according
to the customized IVR flow, wherein the IVR subscriber behavior analyzing platform
is adapted to receive the inquiry request from the apparatus for implementing an interactive
service, and send the customized IVR flow to the apparatus for implementing an interactive
service when determining that the subscriber has the customized IVR flow.
[0011] It can be seen from the above technical solutions that the embodiments of the present
invention adjust the priority of service according to the relevant information of
the subscriber, to make the adjusted priority be higher than the predefined priority;
therefore, it can provide different subscribers with customized service information
providing sequences according to their operation habits, so as to simplify the procedure
for service operation, shorten the time interval for service operation, and realize
the customization for service operation.
BRIEF DESCRIPTION OF THE DRAWINGS
[0012] Fig.1 is a flowchart of a method for enhancing a processing priority according to
an embodiment of the present invention;
[0013] Fig.2a is a tree diagram of processing priorities used in a method for enhancing
a processing priority according to an embodiment of the present invention;
[0014] Fig.2b is a flowchart of the method for enhancing a processing priority according
to an embodiment of the present invention;
[0015] Fig.3a is a tree diagram of processing priorities used in a method for enhancing
a processing priority according to an embodiment of the present invention;
[0016] Fig.3b is a flowchart of the method for enhancing a processing priority according
to an embodiment of the present invention;
[0017] Fig.4 is a block diagram of an apparatus for enhancing a processing priority according
to an embodiment of the present invention;
[0018] Fig.5 is a block diagram of a system for enhancing a processing priority according
to an embodiment of the present invention;
[0019] Fig.6 is a flowchart of a method for implementing an interactive service according
to an embodiment of the present invention;
[0020] Fig.7 is a flowchart of a method for generating a customized IVR flow according to
an embodiment of the present invention;
[0021] Fig.8 is a block diagram of an apparatus for implementing an interactive service
according to an embodiment of the present invention;
[0022] Fig.9 is a block diagram of an apparatus for generating a customized IVR flow according
to an embodiment of the present invention; and
[0023] Fig.10 is a block diagram of a system for interactive voice according to an embodiment
of the present invention.
DETAILED DESCRIPTION
[0024] More detailed description of specific embodiments of the present invention will be
given hereafter in conjunction with the drawing.
[0025] Fig.1 is a flowchart of a method for enhancing a processing priority according to
an embodiment of the present invention. As shown in Fig. 1, the embodiment includes
the following steps.
[0026] Step 101: Acquiring a predefined processing priority which includes a first priority
and a second priority.
[0027] Step 102: Adjusting the first priority to a third priority higher than the first
priority, and/or adjusting the second priority to a fourth priority higher than the
second priority according to relevant information of a subscriber.
[0028] The relevant information of the subscriber includes basic information of the subscriber
and operating information of the subscriber. The basic information of the subscriber
includes one or more of: brand of the subscriber, monthly consumption of the subscriber,
consumption ability of the subscriber, age of the subscriber. The operating information
of the subscriber includes one or more of: times of selecting a service corresponding
to a predefined processing priority, durations of selecting a service corresponding
to a predefined processing priority, a percentage of a ratio between the times and
the durations of selecting a service corresponding to a single predefined processing
priority to a ratio between the times and the durations of selecting services corresponding
to all predefined processing priorities.
[0029] Moreover, the processing priorities in the embodiment may be processing priorities
corresponding to IVR system services.
[0030] In the embodiment, a predefined processing priority is adjusted according to the
relevant information of the subscriber so as to make the adjusted processing priority
be higher than the predefined processing priority. In this way, it can provide different
subscribers with customized service information providing sequences according to their
operation habits, simplify the procedure for service operation, shorten the time period
for service operation, and realize the customization for service operation.
[0031] A method for enhancing a processing priority is provided in an embodiment of the
present invention. In the embodiment, the service providing system may be an IVR subscriber
behavior analyzing platform, processing priorities may be prioritized according to
the sequence of nodes in an IVR flow tree, wherein the sequence of a node is determined
by width information and key information in attribution information of the node. Then
the first priority included in the processing priority may be the width information,
the second priority included in the processing priority may be the key information.
It should be noted that, in the embodiment, each IVR subscriber behavior analyzing
platform includes at least one tree structure as shown in Fig. 2a. In an IVR system
with more than one flow tree, after subscribers dial into an IVR self-help voice flow,
subscribers in different states (e.g., registered or deregistered Coloring Ring subscribers)
and different brands (e.g., Gotone subscribers or a M-zone subscribers of China Mobile)
may enter different tree structures when entering the same IVR self-help voice flow.
Each tree has a root node. Each non-leaf node has at least one child node. A tree
may have a depth of any layers. The root node is a virtual node. The parent node of
the first menu of the IVR self-help voice flow that a subscriber enters may be regarded
as a virtual root node. The child nodes of each node compose of directory options
or a set of contents under the node.
[0032] Fig.2a is a tree diagram of processing priorities employed in the method for enhancing
a processing priority according to the embodiment of the present invention. Fig.2b
is a flowchart of the method for enhancing a processing priority according to the
embodiment of the present invention. As shown in table 1 and Fig.2a, the service information
X1Y1 in table 1 corresponds to the parent node X1Y1 in Fig.2a, the service information
X1Y2, X1Y3 and X1 Y4 in table 1 correspond to the child nodes X1Y2, X1Y3 and X1Y4
in Fig.2a respectively.
Table 1: An array of processing priorities used in the method for enhancing a processing
priority according to the embodiment of the present invention
X1Y1 |
X1Y2 |
X1Y3 |
X1Y4 |
X2Y1 |
X2Y2 |
X2Y3 |
X2Y4 |
X3Y1 |
X3Y2 |
X3Y3 |
X3Y4 |
[0033] As shown in Fig.2b, the embodiment of the present invention includes the following
steps.
[0034] Step 201: Acquiring relevant information of a subscriber.
[0035] The relevant information of the subscriber includes basic information of the subscriber
and operating information of the subscriber. The basic information of the subscriber
includes, but is not limited to, one or more of: brand of the subscriber, monthly
consumption of the subscriber, consumption ability of the subscriber, age of the subscriber,
and frequency or the number of times that the subscriber used the IVR flow. The operating
information of the subscriber is an operating trajectory of the subscriber recorded
by the IVR subscriber behavior analyzing platform, and can be used to generate a customized
IVR flow tree. The operating information of the subscriber includes, but is not limited
to, one or more of: times of selecting a node, durations of staying at the node, or
the percentage of the ratio of the times of selecting the node to the durations of
staying at the node to the ratio of the times of selecting all nodes in the flow tree
to the durations of staying at all the nodes.
[0036] In the IVR subscriber behavior analyzing platform, the relevant information of the
subscriber may be acquired by retrieving information, which was recorded by the IVR
subscriber behavior analyzing platform when the subscriber utilized the IVR subscriber
behavior analyzing platform to inquire or handle a service, and the relevant information
of the subscriber stored in the IVR subscriber behavior analyzing platform, and may
also be acquired by retrieving the relevant information of the subscriber stored in
other external IVR subscriber behavior analyzing platforms. The relevant information
of the subscriber acquired from other external IVR subscriber behavior analyzing platforms
is the data produced by other IVR subscriber behavior analyzing platforms, and may
be derived from many ways such as questionnaire survey on subscribers, experience
data of other external IVR subscriber behavior analyzing platforms and so on. The
IVR subscriber behavior analyzing platform may introduce such data into its own database.
[0037] When the IVR subscriber behavior analyzing platform receives a communication link
request from a subscriber terminal, it may receive an identifier of the subscriber
terminal such as telephone number, IP address and so on. Alternatively, the subscriber
may input through pressing keys its own information, such as card number, account
number, identity card number or password and so on, when the subscriber uses the IVR
subscriber behavior analyzing platform. The IVR subscriber behavior analyzing platform
may get the relevant information of the subscriber by matching the identifier of the
subscriber terminal or the information inputted by the subscriber.
[0038] Step 202: Deciding whether the subscriber has a customized IVR flow tree.
[0039] A standard IVR flow tree is the base for a customized IVR flow tree. The customized
IVR flow tree may be achieved by adjusting the standard IVR flow tree according to
the operating information of the subscriber. The adjustment includes latitudinal adjustment
of a node and longitudinal adjustment of a node. For example, A is a subscriber having
no customized IVR flow tree, and B is a subscriber having a customized IVR flow tree.
In the case of entering an IVR flow tree with latitudinal adjustment of a node being
enabled, the flow entered after the subscriber A dials an IVR access number is a standard
voice flow, i.e. the flow is identical to the flow shown in the flowchart. On the
other hand, after the subscriber B dials the IVR access number, the subscriber is
prompted to press x if he wants to enter the standard flow, and the default option
is to enter a customized flow. In the customized flow, the subscriber is not requested
to select a language (the system has recorded the language of the subscriber), and
the main menu is rearranged according to the operating habit of the subscriber with
the habitual option being arranged at the first place. In the case of entering an
IVR flow tree with longitudinal adjustment of a node being enabled, taking the flow
of setting a coloring ring as an example, after the subscriber A downloads a coloring
ring successfully, the system prompts the subscriber to select among "1: setting the
coloring ring; 2: downloading another coloring ring". When the subscriber selects
1, the subscriber is further prompted to select among "1: default coloring ring; 2:
individual coloring ring; 3: group coloring ring", and the system may enter an actual
coloring ring setting flow only after the further selection is made by the subscriber.
It was most probable (the probability is no lower than a predefined value such as
50%) for the subscriber B to set a downloaded coloring ring as an individual coloring
ring each time he downloaded the coloring ring; therefore, when the subscriber B downloads
a coloring ring successfully, the system prompt may become "3: setting as individual
coloring ring; 1: setting the coloring ring; 2: downloading another coloring ring",
in this way, one selecting step of the subscriber may be avoided.
[0040] Whether a subscriber has a customized IVR flow tree is decided according to the relevant
information of the subscriber. Particularly, items in the basic information of the
subscriber are combined as a deciding condition for performing the decision, for example,
the brand used by the subscriber and the frequency of using the IVR flow by the subscriber
as indicated in the basic information of the subscriber may be combined as the deciding
condition. For example, the subscriber need to be a subscriber of Gotone and the number
of monthly use times of the subscriber need to be larger than 5. Furthermore, assuming
that the period for updating the IVR flow tree is one month and it is December now,
and there are four subscribers A, B, C, D: A, B, C are subscribers of Gotone while
D is not; A used the IVR flow more than 5 times in March and on longer used the IVR
flow more than 5 times monthly in subsequent months; B never used the IVR flow more
than 5 times monthly; and C used the IVR flow more than 5 times in every month. In
the above case, there is no record for B or D in the customized IVR subscriber behavior
analyzing platform; the customized IVR flow tree for A is constant from April to December,
and is generated according to the use data of March; C has a respective customized
IVR flow tree in each month from April to December, with the potentially different
customized IVR flow tree used in each month being generated according to the use data
of the previous month.
[0041] If the basic information of the subscriber conforms to the deciding condition, the
subscriber has a customized IVR flow tree. If one or more items in the basic information
of the subscriber do not conform to the deciding condition, a standard IVR flow tree
is presented to the subscriber. After the decision is made, the IVR subscriber behavior
analyzing platform returns the deciding result to the subscriber terminal.
[0042] Further, in order to save system resources, if a subscriber has ever successfully
possessed a customized IVR flow tree once, the IVR subscriber behavior analyzing platform
may no longer perform the decision on whether the subscriber has a customized IVR
flow tree thereafter.
[0043] Step 203: Acquiring an IVR flow tree.
[0044] According to the deciding result in step 202, the IVR subscriber behavior analyzing
platform acquires attribution information of each node in the IVR flow tree of the
subscriber, and the attribution information may include depth information, width information,
key information, operating information of the subscriber, type information, and identification
information of parent node. The IVR subscriber behavior analyzing platform reads the
attribution information of each node in the IVR flow tree to provide the subscriber
with corresponding IVR flow services.
[0045] It should be noted that the IVR subscriber behavior analyzing platform in the embodiment
performs latitudinal adjustment on a node by adjusting the width information and/or
the key information of the node.
[0046] There are various ways for the IVR subscriber behavior analyzing platform to make
a subscriber enter a customized IVR flow tree. For example, the IVR subscriber behavior
analyzing platform may let the subscriber select an IVR flow tree enter and then provide
a corresponding IVR flow tree to the subscriber according to the subscriber's selection;
the IVR subscriber behavior analyzing platform may provide a customized IVR flow tree
to the subscriber directly without a selection by the subscriber; alternatively, when
the subscriber is using a standard IVR flow tree or a customized IVR flow tree, the
IVR subscriber behavior analyzing platform may provide a shortcut key for switching
between the standard IVR flow tree and the customized IVR flow tree as required.
[0047] Furthermore, when the IVR subscriber behavior analyzing platform is acquiring the
standard IVR flow tree or the customized IVR flow tree, the subscriber is enabled
to switch between the standard IVR flow tree and the customized IVR flow tree.
[0048] Step 204: Recording operating information of the subscriber with respect to a node
in the flow tree.
[0049] After the IVR subscriber behavior analyzing platform acquires an IVR flow tree corresponding
to the subscriber, it provides inquiry and service information to the subscriber according
to the position of each node in the IVR flow tree. When the subscriber uses the IVR
flow tree, the IVR subscriber behavior analyzing platform may record the frequency
of using each node by the subscriber; in particular, the frequency of using each node
by the subscriber may be recorded in the subscriber's operating information of the
attribution information of the node. For example, the operating trajectory of the
subscriber on each node, including but not limited to historical keys, times of selecting
the node, durations of staying at the node, is recorded in the IVR subscriber behavior
analyzing platform as the relevant information of the subscriber.
[0050] Step 205: Acquiring an adjusting strategy for a predefined processing priority.
[0051] In particular, when an update period is reached, it is decided whether the brand
of the subscriber, the monthly consumption of the subscriber, the consumption ability
of the subscriber, the age of the subscriber, the frequency or the number of times
that the subscriber utilized the IVR flow and so on in the basic information of the
subscriber conform to predefined values. If the basic information of the subscriber
conform to the predefined values, an adjusting strategy for a single node in the IVR
flow tree is acquired to be used to adjust a first priority and/or a second priority
to a third priority and/or a fourth priority respectively according to the relevant
information of the subscriber.
[0052] The update period is predefined by a developer. The update period may be a period
of time such as one week, one month, and may also be the number of login times of
a subscriber, for example, the predefined processing priority is adjusted when the
subscriber logs in for every fifth time. The adjusting strategy is predefined by the
developer. The adjusting strategy includes three types: "unadjustable", "adjustable"
and "latitudinal adjustment", or "adjustable" and "longitudinal adjustment". Each
node corresponds uniquely to a type of adjusting strategy. For example, in a bank
self-help voice system, the two nodes for requesting a subscriber to input card number
and password respectively are "unadjustable" nodes. The node for deposit service and
the node for transfer service may be predefined to be "adjustable" and "latitudinal
adjustment", or predefined to be "adjustable" and "longitudinal adjustment" by the
developer. For example, as shown in Fig.2a, the original arrangement of the nodes
in the same layer is "X1Y1", "X1Y3, "X1Y4". The adjusting strategies of the three
nodes are "adjustable" and "latitudinal adjustment". Therefore, the sequence of the
three nodes may be rearranged in any way according to a subscriber's operating habit.
For example, as shown in Fig.2a, the adjusting strategy of the node "X1Y2" is "adjustable"
and "longitudinal adjustment", and the node "X1Y2" may be adjusted to a position at
the same depth as the node "X1Y1" according to a subscriber's operating habit.
[0053] Furthermore, in the adjusting strategy of "adjustable" and "longitudinal adjustment",
the depth of a node may be adjusted upwards for at least one position.
[0054] Furthermore, if one or more items in the basic information of the subscriber do not
conform to the predefined values, the operation is terminated.
[0055] Step 206: Comparing the relevant information of the subscriber.
[0056] The developer may predefine a comparing strategy, i.e., an advantage comparing condition.
[0057] In particular, operating information of a subscriber on a predefined processing priority
is compared with another operating information of the subscriber on another predefined
processing priority according to the predefined comparing strategy. If the operating
information of the subscriber is larger than the another operating information of
the subscriber, Step 207 and Step 208 are performed in turn. The operation information
of the subscriber may be, for example, the durations of staying at a node of the IVR
flow tree. For example, prior to the comparison, the developer may predefine the current
comparing strategy as the durations of staying at a node of the IVR flow tree. If
it is required to compare a node "X1Y3" with another node "X1Y2" in Fig.2a, the lengths
of durations of staying at the two nodes respectively are compared. The comparison
indicates that the length of durations of staying at the node "X1Y3" is longer than
the length of durations of staying at the node "X1Y2", and the processing priority
of the node "X1Y3", i.e., the width information and the key information of the node
"X1Y3", is acquired.
[0058] Furthermore, if the operating information of the subscriber is less than or equal
to the another operating information of the subscriber, then the operation is terminated.
[0059] Furthermore, if the predefined processing priority is required to compare with a
plurality of other predefined processing priorities, then Step 206, Step 207 and Step
208 are repeated until the operating information of the subscriber is less than or
equal to the other operating information of the subscriber.
[0060] Step 207: Acquiring the predefined processing priority which includes a first priority
and a second priority.
[0061] In this embodiment, the first priority may be the width information of the node,
and the second priority may be the key information of the node.
[0062] Step 208: Adjusting the first priority and/or the second priority to the third priority
higher than the first priority and/or the fourth priority higher than the second priority
respectively according to the relevant information of the subscriber.
[0063] In particular, in Step 205, an adjusting strategy for a predefined processing priority
is acquired if it is decided that the basic information of the subscriber conforms
to a predefined value. In Step 206, operating information of a subscriber on a predefined
processing priority is compared with another operating information of the subscriber
on another predefined processing priority, to decide whether to adjust the predefined
processing priority. The relevant information of the subscriber is sufficiently used
as a basis of adjustment, to make the adjusted service information providing sequence
completely conforms to the subscriber's operating habit.
[0064] Furthermore, in this embodiment, the type of the node "X1Y4" as shown in Fig.2a is
"adjustable" and "latitudinal adjustment" and the comparing strategy predefined by
the developer is the durations of staying at the node. The IVR subscriber behavior
analyzing platform adjusts the width information and/or the key information of the
node "X1Y4" when reaching the update period predefined by the IVR subscriber behavior
analyzing platform. For example, firstly, the IVR subscriber behavior analyzing platform
compares the lengths of durations of staying at the node "X1Y4" and node "X1Y3" respectively.
The length of durations of staying at the node "X1Y4" is longer than the length of
durations of staying at the node "X1Y3", then the IVR subscriber behavior analyzing
platform adjusts the node "X1Y4" to be in front of the node "X1Y3". Next, the above
procedure is repeated, the IVR subscriber behavior analyzing platform compares the
lengths of durations of staying at the node "X1Y4" and node "X1Y2" respectively. The
length of durations of staying at the node "X1Y4" is longer than the length of durations
of staying at the node "X1Y2", then the IVR subscriber behavior analyzing platform
adjusts the node "X1Y4" to be in front of the node "X1Y2". In this time the arrangement
sequence for the three nodes is "X1Y4", "X1Y2", "X1Y3". In this embodiment, since
the type of the node "X1Y4" is "adjustable" and "latitudinal adjustment", the first
priority of the node may be the width information, and the second priority of the
node may be the key information. Therefore the first priority and/or the second priority
may be adjusted as follows:
[0065] The width information is put ahead while keeping the key information unchanged;
[0066] The key information is put ahead while keeping the width information unchanged;
[0067] Both the width information and key information is put ahead.
[0068] The sequence of the three nodes may be adjusted to "X1Y4", "X1Y2", "X1Y3" in any
of the three ways.
[0069] For example, A is a subscriber having no customized IVR flow and B is a subscriber
having a customized IVR flow.
[0070] The flow entered after the subscriber A dials an IVR access number is a standard
voice flow as shown in Fig.2a.
[0071] After the subscriber B dials the IVR access number, the subscriber is prompted to
press x if he wants to enter the standard IVR flow, and the default option is to enter
the customized IVR flow of the subscriber. In the customized IVR flow, the subscriber
is requested to select a language (i.e., the node X1Y1), and then the IVR subscriber
behavior analyzing platform rearranges the nodes according to the subscriber's operating
habit, wherein the node "X1Y4" with the longest length of durations being stayed at
by the subscriber is rearranged at the first place.
[0072] In this embodiment, the latitudinal adjustment is performed on the processing priority
of the service information "X1Y2", "X1Y3", "X1Y4" according to the relevant information
of the subscriber, to make the latitudinally adjusted processing priority be ahead
of the original processing priority. In this way, the procedure for service operation
is simplified, the time interval for service operation is shortened, and the customization
for service operation is realized.
[0073] Furthermore, this embodiment may also include Step 209 in which the adjusted processing
priority is stored.
[0074] Fig.3a is a tree diagram of processing priorities used in a method for enhancing
a processing priority according to an embodiment of the present invention. Fig.3b
is a flowchart of the method for enhancing a processing priority according to the
embodiment of the present invention. As shown in table 1 and Fig.3a, the service information
X1Y1 in table 1 corresponds to the parent node X1Y1 in Fig.3a, the service information
X1Y2, X1Y3 and X1Y4 in table 1 correspond to the child nodes X1Y2, X1Y3 and X1Y4 in
Fig.3a respectively.
[0075] This embodiment is similar to the embodiment of the present invention as shown in
Fig.2b, an update period is predefined, and the same operation is performed before
reaching the update period. The difference lies in that: the adjusting strategy is
"adjustable" and "latitudinal adjustment" in the method for enhancing a processing
priority according to the embodiment of the present invention, and the adjusting strategy
is "adjustable" and "longitudinal adjustment" in the method for enhancing a processing
priority according to this embodiment. In this embodiment, the first priority included
in the processing priority may be the width information, and the second priority included
in the processing priority may be the depth information.
[0076] As shown in Fig.3b, the embodiment of the present invention includes the following
steps.
[0077] Step 301: Acquiring relevant information of a subscriber.
[0078] The relevant information of the subscriber includes basic information of the subscriber
and operating information of the subscriber. The basic information of the subscriber
includes, but is not limited to, one or more of: brand of the subscriber, monthly
consumption of the subscriber, consumption ability of the subscriber, age of the subscriber,
and frequency or the number of times that the subscriber utilized the IVR flow. The
operating information of the subscriber is an operating trajectory of the subscriber
recorded by the IVR subscriber behavior analyzing platform, and can be used to generate
a customized IVR flow tree. The operating information of the subscriber includes,
but is not limited to, one or more of: times of selecting a node, durations of staying
at the node, or the percentage of the ratio of the times of selecting the node to
the durations of staying at the node to the ratio of the times of selecting all nodes
in the flow tree to the durations of staying at all the nodes.
[0079] In the IVR subscriber behavior analyzing platform, the relevant information of the
subscriber may be acquired by retrieving information, which was recorded by the IVR
subscriber behavior analyzing platform when the subscriber utilized the IVR subscriber
behavior analyzing platform to inquire or handle a service, and the relevant information
of the subscriber stored in the IVR subscriber behavior analyzing platform, and may
also be acquired by retrieving the relevant information of the subscriber stored in
other external IVR subscriber behavior analyzing platforms. The relevant information
of the subscriber acquired from other external IVR subscriber behavior analyzing platforms
is the date produced by other IVR subscriber behavior analyzing platforms, and may
be derived from many ways such as questionnaire survey on subscribers, experience
data of other external IVR subscriber behavior analyzing platforms and so on. The
IVR subscriber behavior analyzing platform may introduce such data into its own database.
[0080] When the IVR subscriber behavior analyzing platform receives a communication link
request from a subscriber terminal, it may receive an identifier of the subscriber
terminal such as telephone number, IP address and so on. Alternatively, the subscriber
may input through pressing keys its own information, such as card number, account
number, identity card number or password and so on, when the subscriber uses the IVR
subscriber behavior analyzing platform. The IVR subscriber behavior analyzing platform
may get the relevant information of the subscriber by matching the identifier of the
subscriber terminal or the information inputted by the subscriber.
[0081] Step 302: Deciding whether the subscriber has a customized IVR flow tree.
[0082] A standard IVR flow tree is the base for a customized IVR flow tree. The customized
IVR flow tree may be achieved by adjusting the standard IVR flow tree according to
the operating information of the subscriber. The adjustment includes latitudinal adjustment
of a node and longitudinal adjustment of a node. For example, A is a subscriber having
no customized IVR flow tree, and B is a subscriber having a customized IVR flow tree.
In the case of entering an IVR flow tree with latitudinal adjustment of a node being
enabled, the flow entered after the subscriber A dials an IVR access number is a standard
voice flow, i.e. the flow is identical to the flow shown in the flowchart. On the
other hand, after the subscriber B dials the IVR access number, the subscriber is
prompted to press x if he wants to enter the standard flow, and the default option
is to enter a customized flow. In the customized flow, the subscriber is not requested
to select a language (the system has recorded the language of the subscriber), and
the main menu is rearranged according to the operating habit of the subscriber with
the habitual option being arranged at the first place. In the case of entering an
IVR flow tree with longitudinal adjustment of a node being enabled, taking the flow
of setting a coloring ring as an example, after the subscriber A downloads a coloring
ring successfully, the system prompts the subscriber to select among "1: setting the
coloring ring; 2: downloading another coloring ring". When the subscriber selects
1, the subscriber is further prompted to select among "1: default coloring ring; 2:
individual coloring ring; 3: group coloring ring", and the system may enter an actual
coloring ring setting flow only after the further selection is made by the subscriber.
It was most probable (the probability is no lower than a predefined value such as
50%) for the subscriber B to set a downloaded coloring ring as an individual coloring
ring each time he downloaded the coloring ring; therefore, when the subscriber B downloads
a coloring ring successfully, the system prompt may become "3: setting as individual
coloring ring; 1: setting the coloring ring; 2: downloading another coloring ring",
in this way, one selecting step of the subscriber may be avoided..
[0083] Whether a subscriber has a customized IVR flow tree is decided according to the relevant
information of the subscriber. Particularly, items in the basic information of the
subscriber are combined as a deciding condition for performing the decision, for example,
the brand used by the subscriber and the frequency of using the IVR flow by the subscriber
as indicated in the basic information of the subscriber may be combined as the deciding
condition. For example, the subscriber need to be a subscriber of Gotone and the number
of monthly use times of the subscriber need to be larger than 5. Furthermore, assuming
that the period for updating the IVR flow tree is one month and it is December now,
and there are four subscribers A, B, C, D: A, B, C are subscribers of Gotone while
D is not; A used the IVR flow more than 5 times in March and on longer used the IVR
flow more than 5 times monthly in subsequent months; B never used the IVR flow more
than 5 times monthly; and C used the IVR flow more than 5 times in every month. In
the above case, there is no record for B or D in the customized IVR subscriber behavior
analyzing platform; the customized IVR flow tree for A is constant from April to December,
and is generated according to the use data of March; C has a respective customized
IVR flow tree in each month from April to December, with the potentially different
customized IVR flow tree used in each month being generated according to the use data
of the previous month.
[0084] If the basic information of the subscriber conforms to the deciding condition, the
subscriber has a customized IVR flow tree. If one or more items in the basic information
of the subscriber do not conform to the deciding condition, a standard IVR flow tree
is presented to the subscriber. After the decision is made, the IVR subscriber behavior
analyzing platform returns the deciding result to the subscriber terminal.
[0085] Further, in order to save system resources, if a subscriber has ever successfully
possessed a customized IVR flow tree once, the IVR subscriber behavior analyzing platform
may no longer perform the decision on whether the subscriber has a customized IVR
flow tree thereafter.
[0086] Step 303: Acquiring an IVR flow tree.
[0087] According to the deciding result in step 302, the IVR subscriber behavior analyzing
platform acquires attribution information of each node in the IVR flow tree of the
subscriber, and the attribution information may include depth information, width information,
key information, operating information of the subscriber, type information, and identification
information of parent node. The IVR subscriber behavior analyzing platform reads the
attribution information of each node in the IVR flow tree to provide the subscriber
with corresponding IVR flow services.
[0088] It should be noted that the IVR subscriber behavior analyzing platform in the embodiment
performs longitudinal adjustment on a node by adjusting the width information and/or
the depth information of the node.
[0089] There are various ways for the IVR subscriber behavior analyzing platform to make
a subscriber enter a customized IVR flow tree. For example, the IVR subscriber behavior
analyzing platform may let the subscriber select an IVR flow tree enter and then provide
a corresponding IVR flow tree to the subscriber according to the subscriber's selection;
the IVR subscriber behavior analyzing platform may provide a customized IVR flow tree
to the subscriber directly without a selection by the subscriber; alternatively, when
the subscriber is using a standard IVR flow tree or a customized IVR flow tree, the
IVR subscriber behavior analyzing platform may provide a shortcut key for switching
between the standard IVR flow tree and the customized IVR flow tree as need.
[0090] Furthermore, when the IVR subscriber behavior analyzing platform is acquiring the
standard IVR flow tree or the customized IVR flow tree, the subscriber is enabled
to switch between the standard IVR flow tree and the customized IVR flow tree.
[0091] Step 304: Recording operating information of the subscriber with respect to a node
in the flow tree.
[0092] After the IVR subscriber behavior analyzing platform acquires an IVR flow tree corresponding
to the subscriber, it provides inquiry and service information to the subscriber according
to the position of each node in the IVR flow tree. When the subscriber uses the IVR
flow tree, the IVR subscriber behavior analyzing platform may record the frequency
of using each node by the subscriber; in particular, the frequency of using each node
by the subscriber may be recorded in the subscriber's operating information of the
attribution information of the node. For example, the operating trajectory of the
subscriber on each node, including but not limited to historical keys, times of selecting
the node, durations of staying at the node, is recorded in the IVR subscriber behavior
analyzing platform as the relevant information of the subscriber.
[0093] Step 305: Acquiring an adjusting strategy for a predefined processing priority.
[0094] In particular, when an update period is reached, it is decided whether the brand
of the subscriber, the monthly consumption of the subscriber, the consumption ability
of the subscriber, the age of the subscriber, the frequency or times that the subscriber
utilized the IVR flow and so on in the basic information of the subscriber conform
to predefined values. If the basic information of the subscriber conform to the predefined
values, an adjusting strategy for a single node in the IVR flow tree is acquired to
adjust a first priority and/or a second priority to a third priority and/or a fourth
priority respectively according to the relevant information of the subscriber.
[0095] The update period is predefined by a developer. The update period may be a period
of time such as one week, one month, and may also be the number of login times of
a subscriber, for example, the predefined processing priority is adjusted when the
subscriber logs in for every fifth time. The adjusting strategy is predefined by the
developer. The adjusting strategy includes three types: "unadjustable", "adjustable"
and "latitudinal adjustment", or "adjustable" and "longitudinal adjustment". Each
node corresponds uniquely to one type of adjusting strategy. For example, in a bank
self-help voice system, the two nodes for requesting a subscriber to input card number
and password are "unadjustable" nodes. The node for deposit service and the node for
transfer service may be preset to be "adjustable" and "latitudinal adjustment", or
preset to be "adjustable" and "longitudinal adjustment" by the developer. For example,
as shown in Fig.3a, the original arrangement of the child nodes is "X1Y1", "X1Y3,
"X1Y4". The adjusting strategies of the three nodes are "adjustable" and "latitudinal
adjustment". Therefore, the sequence of the three nodes may be rearranged in any way
according to a subscriber's operating habit. For example, as shown in Fig.3a, the
adjusting strategy of the node "X1Y2" is "adjustable" and "longitudinal adjustment",
and the node "X1Y2" may be adjusted to a position at the same depth as the node "X1Y1"
according to a subscriber's operating habit
[0096] Furthermore, in the adjusting strategy of "adjustable" and "longitudinal adjustment",
the depth of a node may be adjusted upwards for at least one position.
[0097] Furthermore, if one or more items in the basic information of the subscriber do not
conform to the predefined values, the operation is terminated.
[0098] Step 306: Comparing the relevant information of the subscriber.
[0099] The developer may predefine a comparing strategy, i.e., an advantage comparing condition.
[0100] In particular, operating information of a subscriber on a predefined processing priority
is compared with another operating information of the subscriber on another predefined
processing priority according to the predefined comparing strategy. If the operating
information of the subscriber is larger than the another operating information of
the subscriber, Step 307 and Step 308 are performed in turn. For example, prior to
the comparison, the developer may predefine the current comparing strategy as the
durations of staying at a node of the IVR flow tree. If it is required to compare
a node "X1Y2" with another node "X1Y1" in Fig.3a, the lengths of durations of staying
at the two nodes respectively are compared. The comparison indicates that the length
of durations of staying at the node "X1Y2" is longer than the length of durations
of staying at the node "X1Y1", and the processing priority of the node "X1Y2", i.e.,
the width information and the depth information of the node "X1Y2", is acquired.
[0101] Furthermore, if the operating information of the subscriber is less than or equal
to the another operating information of the subscriber, then the operation is terminated.
[0102] Furthermore, if the predefined processing priority is required to compare with a
plurality of other predefined processing priorities, then Step 306, Step 307 and Step
308 are repeated until the operating information of the subscriber is less than or
equal to the other operating information of the subscriber.
[0103] Step 307: Acquiring the predefined processing priority which includes a first priority
and a second priority.
[0104] In this embodiment, the first priority may be the width information of the node,
the second priority may be the depth information of the node.
[0105] Step 308: Adjusting the first priority and/or the second priority to the third priority
higher than the first priority and/or the fourth priority higher than the second priority
respectively according to the relevant information of the subscriber.
[0106] In particular, in Step 305, an adjusting strategy for a predefined processing priority
is acquired if it is decided that the basic information of the subscriber conforms
to a predefined value. In Step 206, operating information of the subscriber on a predefined
processing priority is compared with another operating information of the subscriber
on another predefined processing priority, to decide whether to adjust the predefined
processing priority. The relevant information of the subscriber is sufficiently used
as a basis of adjustment, to make the adjusted service information providing sequence
completely conforms to the subscriber's operating habit.
[0107] Furthermore, in this embodiment, the type of the node "X1Y2" as shown in Fig.3a is
"adjustable" and "longitudinal adjustment" and the comparing strategy predefined by
the developer is the durations of staying at the node. The IVR subscriber behavior
analyzing platform adjusts the width information and/or the depth information of the
node "X1Y2" when reaching the update period predefined by the IVR subscriber behavior
analyzing platform. For example, the IVR subscriber behavior analyzing platform compares
the lengths of durations of staying at the node "X1Y2" and node "X1Y1" respectively.
The length of durations of staying at the node "X1Y2" is longer than the length of
durations of staying at the node "X1Y1", then the IVR subscriber behavior analyzing
platform adjusts the node "X1Y2" to a position at the same layer as the node "X1Y1".In
this embodiment, since the type of the node "X1Y2" is "adjustable" and "longitudinal
adjustment", the first priority of the node may be the width information, and the
second priority of the node may be the depth information. Therefore the first priority
and/or the second priority may be adjusted as follows:
[0108] The depth information is put ahead while keeping the width information unchanged;
[0109] Both the width information and depth information is adjusted.
[0110] The kind of "adjustable" and "longitudinal adjustment" may also include: the operations
performed by the IVR subscriber behavior analyzing platform may be to add a new node
or to delete the original node after adding the new node.
[0111] For example, A is a subscriber having no customized IVR flow and B is a subscriber
having a customized IVR flow.
[0112] The flow entered after the subscriber A dials an IVR access number is a standard
voice flow as shown in Fig.3a.
[0113] After the subscriber B dials the IVR access number, the subscriber is prompted to
press x if he wants to enter the standard flow, and the default option is to enter
the customized IVR flow of the subscriber. In the customized IVR flow, the IVR subscriber
behavior analyzing platform rearranges the nodes according to the subscriber's operating
habit, wherein the node "X1Y2" at which the subscriber stays for the longest time
is rearranged at the same depth as the node "X1Y1", in this way, one step may be saved
for the subscriber's selecting operations.
[0114] After adjusting the node "X1Y2" to be at the same depth as the node "X1Y1", the IVR
subscriber behavior analyzing platform may maintain the node "X1Y2" in the original
position or delete the node "X1Y2" from the original position.
[0115] In this embodiment, the longitudinal adjustment is performed on the processing priority
of the service information "X1Y1" and "X1Y2" according to the relevant information
of the subscriber, to make the longitudinally adjusted processing priority be ahead
of the original processing priority. In this way, the procedure for service operation
is simplified, the time interval for service operation is shortened, and the customization
for service operation is realized.
[0116] Furthermore, this embodiment may also include Step 309 in which the adjusted processing
priority is stored.
[0117] Fig.4 is a block diagram of an apparatus for enhancing a processing priority according
to an embodiment of the present invention. As shown in Fig.4, the apparatus of the
embodiment includes a first acquiring module 1 and an adjusting module 2 which are
connected sequentially. The first acquiring module 1 is adapted to acquire a predefined
processing priority which includes a first priority and a second priority. The adjusting
module 2 is adapted to adjust the first priority and/or the second priority to a third
priority higher than the first priority and/or a fourth priority higher than the second
priority respectively according to relevant information of a subscriber.
[0118] The apparatus of the embodiment further includes a second acquiring module 3 which
is connected to the first acquiring module 1 and is adapted to acquire an adjusting
strategy for the predefined processing priority so as to adjust the first priority
and/or the second priority to the third priority and/or the fourth priority respectively
according to the relevant information of the subscriber.
[0119] The second acquiring module 3 of this embodiment further includes a deciding unit
31 and an acquiring unit 32 which are connected sequentially. The acquiring unit 32
is connected to the first acquiring module 1. The deciding unit 31 is adapted to decide
whether basic information of the subscriber conforms to a predefined value when reaching
an update period. The acquiring unit 32 is adapted to acquire the adjusting strategy
for the predefined processing priority.
[0120] In this embodiment, in the operation of the apparatus for enhancing a processing
priority, when the predefined update period is reached, the deciding unit 31 decides
whether brand of the subscriber, monthly consumption of the subscriber, consumption
ability of the subscriber, age of the subscriber and so on in the basic information
of the subscriber conform to predefined values. If the decision is positive, the acquiring
unit 32 acquires an adjusting strategy for the predefined processing priority to be
used to adjust the first priority and/or the second priority to the third priority
and/or the fourth priority respectively according to the relevant information of the
subscriber. Thereafter, the first acquiring module 1 acquires the predefined processing
priority which includes the first priority and the second priority. Finally, the adjusting
module 2 adjusts the first priority and/or the second priority to the third priority
higher than the first priority and/or the fourth priority higher than the second priority
respectively according to the relevant information of the subscriber.
[0121] Furthermore, after the adjustment of the processing priority is completed, the apparatus
for enhancing a processing priority in this embodiment may maintain the predefined
processing priority or delete the predefined processing priority by a deleting module
4. The adjusted priority is stored by a storing module 5.
[0122] In this embodiment, a processing priority of a service is adjusted according to the
relevant information of the subscriber, so that the adjusted processing priority is
higher than the predefined processing priority; therefore, it can provide different
subscribers with customized service information providing sequences according to their
operation habits. In this way, the procedure for service operation is simplified,
the time interval for service operation is shortened, and the customization for service
operation is realized.
[0123] An embodiment provides a service platform for providing service information inquiry
and processing which includes the apparatus for enhancing a processing priority on
a basis of the embodiment as shown in fig.4. The service platform may include an IPTV
service platform, an IVR service platform, a telephone bank service platform and so
on.
[0124] Fig.5 is a block diagram of a system for enhancing a processing priority according
to the embodiment of the present invention. As shown in Fig.5, the system of the embodiment
includes an apparatus for enhancing a processing priority 10 and a service platform
0. The apparatus for enhancing a processing priority 10 includes a first acquiring
module 1 and an adjusting module 2 which are connected sequentially and connected
to the service platform 0 respectively. The first acquiring module 1 is adapted to
acquire a predefined processing priority which includes a first priority and a second
priority. The adjusting module 2 is adapted to adjust the first priority and/or the
second priority to a third priority higher than first priority and/or a fourth priority
higher than second priority respectively according to relevant information of the
subscriber. The service platform 0 is adapted to extract service information sequentially
according to the predefined processing priorities and to provide operating information
of the subscriber to the apparatus for enhancing a processing priority 10.
[0125] The embodiment further includes a second acquiring module 3 which is connected to
the first acquiring module 1 and the service platform 0 and is adapted to acquire
an adjusting strategy for the predefined processing priority
[0126] The second acquiring module 3 of this embodiment further includes a deciding unit
31 and an acquiring unit 32 which are connected sequentially and connected to the
service platform 0 respectively. The acquiring unit 32 is connected to the first acquiring
module 1. The deciding unit 31 is adapted to decide whether basic information of the
subscriber conforms to a predefined value when reaching an update period. The acquiring
unit 32 is adapted to acquire the adjusting strategy for the predefined processing
priority.
[0127] In this embodiment, in the operation of the system for enhancing a processing priority,
when the predefined update period is reached, the deciding unit 31 decides whether
the basic information of the subscriber provided by the service platform 0 conforms
to predefined values. If the decision is positive, the acquiring unit 32 acquires
from the service platform 0 an adjusting strategy for the predefined processing priority
to be used to adjust the first priority and/or the second priority to the third priority
and/or the fourth priority respectively according to the relevant information of the
subscriber. Thereafter, the first acquiring module 1 acquires from the service platform
0 the predefined processing priority which includes the first priority and the second
priority. Finally, the adjusting module 2 adjusts the first priority and/or the second
priority to the third priority higher than the first priority and/or the fourth priority
higher than the second priority respectively according to the relevant information
of the subscriber.
[0128] Furthermore, after the adjustment of the processing priority is completed, the system
for enhancing a processing priority in this embodiment may maintain the predefined
processing priority or delete the predefined processing priority by a deleting module
4. The adjusted priority is stored by a storing module 5.
[0129] In this embodiment, a processing priority of a service is adjusted according to the
relevant information of the subscriber, so that the adjusted processing priority is
higher than the predefined processing priority; therefore, it can provide different
subscribers with customized service information providing sequences according to their
operation habits. In this way, the procedure for service operation is simplified,
the time interval for service operation is shortened, and the customization for service
operation is realized.
[0130] Fig.6 illustrates a method for implementing an interactive service according to an
embodiment of the present invention. The method includes the following steps.
[0131] Step 601: Receiving a communication link request from a subscriber.
[0132] Step 602: Acquiring basic information of the subscriber.
[0133] Step 603: Acquiring a customized IVR flow of the subscriber based on the basic information,
wherein the customized IVR flow being generated based on operating information of
the subscriber.
[0134] Step 604: Providing the interactive service to the subscriber according to positions
of nodes in the customized IVR flow.
[0135] Furthermore, the method includes generating the customized IVR flow based on the
operating information of the subscriber.
[0136] Further, the generating the customized IVR flow based on the operating information
of the subscriber specifically includes: acquiring adjusting strategies for respective
nodes in an IVR flow tree and the operating information of the subscribe; performing
comparison among the respective nodes based on the operating information and the adjusting
strategies; acquiring a processing priority of the subscriber, wherein the processing
priority including a first priority and a second priority; adjusting the first priority
to a third priority and/or adjusting the second priority to a fourth priority based
on the comparison, wherein the third priority being higher than the first priority,
and the fourth priority being higher than the second priority; generating the customized
IVR flow based on the adjusted priority.
[0137] Furthermore, the basic information of the subscriber includes at least one of: brand
of the subscriber, monthly consumption of the subscriber, consumption ability of the
subscriber, and age of the subscriber.
[0138] The operating information of the subscriber includes at least one of: times of selecting
a service corresponding to the predefined processing priority; durations of selecting
the service corresponding to the predefined processing priority; and a percentage
of a ratio between the times and the durations of selecting a service corresponding
to a single predefined processing priority to a ratio between the times and the durations
of selecting services corresponding to all predefined processing priorities.
[0139] Fig.7 illustrates a method for generating a customized IVR flow according to an embodiment
of the present invention. The method includes the following steps.
[0140] Step 701: Acquiring operating information of a subscriber.
[0141] Step 702: Generating the customized IVR flow based on the operating information of
the subscriber, in order for the subscriber to get an interactive service according
to the customized IVR flow.
[0142] Furthermore, the operating information includes at least one of: times of selecting
a service corresponding to the predefined processing priority; durations of selecting
the service corresponding to the predefined processing priority; and a percentage
of a ratio between the times and the durations of selecting a service corresponding
to a single predefined processing priority to a ratio between the times and the durations
of selecting services corresponding to all predefined processing priorities.
[0143] Fig.8 illustrates an apparatus for implementing an interactive service according
to an embodiment of the present invention. The apparatus includes: a receiving module
81 adapted to receive a communication link request from a subscriber; an acquiring
module 82 adapted to acquire basic information of the subscriber, and acquire a customized
IVR flow of the subscriber based on the basic information, wherein the customized
IVR flow being generated based on operating information of the subscriber; a providing
module 83 adapted to provide the interactive service to the subscriber according to
positions of nodes in the customized IVR flow.
[0144] Furthermore, the apparatus includes a generating module 84 adapted to generate the
customized IVR flow based on the operating information of the subscriber.
[0145] Furthermore, the generating module is specifically adapted to: acquire adjusting
strategies for respective nodes in an IVR flow tree and the operating information
of the subscribe; perform comparison among the respective nodes based on the operating
information and the adjusting strategies; acquire a processing priority of the subscriber,
wherein the processing priority including a first priority and a second priority;
adjust the first priority to a third priority and/or adjust the second priority to
a fourth priority based on the comparison, wherein the third priority being higher
than the first priority, and the fourth priority being higher than the second priority;
generate the customized IVR flow based on the adjusted priority.
[0146] Fig.9 illustrates an apparatus for generating a customized IVR flow according to
an embodiment of the present invention. The apparatus includes: an acquiring module
91 adapted to acquire operating information of a subscriber; a generating module 92
adapted to generate the customized IVR flow based on the operating information of
the subscriber, in order for the subscriber to get an interactive service according
to the customized IVR flow.
[0147] Furthermore, the operating information includes at least one of: times of selecting
a service corresponding to the predefined processing priority; durations of selecting
the service corresponding to the predefined processing priority; and a percentage
of a ratio between the times and the durations of selecting a service corresponding
to a single predefined processing priority to a ratio between the times and the durations
of selecting services corresponding to all predefined processing priorities.
[0148] Fig.10 illustrates a system for interactive voice according to an embodiment of the
present invention. The system includes an apparatus 100 for implementing an interactive
service, the apparatus 100 is adapted to: receive a communication link request from
a subscriber, send an inquiry request to an IVR subscriber behavior analyzing platform
to determine whether the subscriber has a customized IVR flow, wherein the customized
IVR flow being generated based on operating information of the subscriber; receive
the customized IVR flow, which is sent by the IVR subscriber behavior analyzing platform
when the IVR subscriber behavior analyzing platform determines that the subscriber
has the customized IVR flow; provide the interactive service to the subscriber according
to the customized IVR flow. The IVR subscriber behavior analyzing platform is adapted
to receive the inquiry request from the apparatus for implementing an interactive
service, and send the customized IVR flow to the apparatus for implementing an interactive
service when determining that the subscriber has the customized IVR flow.
[0149] It should be understood by those with ordinal skills in this art that all or a portion
of steps in the above mentioned method embodiments may be implemented by program instructions
executed in hardware. The program may be stored in a computer readable storage medium.
The program, when executed, causes the hardware to perform the steps of the above
mentioned method embodiments. The storage medium includes ROM, RAM, magnetic disk,
optical disk or other media that can store program codes.
[0150] It should be noted that the above mentioned embodiments are only to illustrate but
not limit the technical solutions of the present invention. Although the present invention
is discussed in detail with reference to the above embodiments, it is apparent for
those with ordinal skills in this art that various modifications can be made on the
technical solutions of the embodiments or substitution can be made to a portion of
features, without departing from the spirit and scope of the present invention.
1. A method for implementing an interactive service, comprising:
receiving a communication link request from a subscriber;
acquiring basic information of the subscriber;
acquiring a customized Interactive Voice Response, IVR, flow of the subscriber based
on the basic information, wherein the customized IVR flow is generated based on operating
information of the subscriber; and
providing the interactive service to the subscriber according to positions of nodes
in the customized IVR flow.
2. The method of claim 1, further comprising:
generating the customized IVR flow based on the operating information of the subscriber.
3. The method of claim 2, wherein the generating the customized IVR flow based on the
operating information of the subscriber further comprises:
acquiring adjusting strategies for respective nodes in an IVR flow tree and the operating
information of the subscribe;
performing comparison among the respective nodes based on the operating information
and the adjusting strategies;
acquiring a processing priority of the subscriber, wherein the processing priority
including a first priority and a second priority;
adjusting the first priority to a third priority and/or adjusting the second priority
to a fourth priority based on the comparison, wherein the third priority is higher
than the first priority, and the fourth priority is higher than the second priority;
and
generating the customized IVR flow based on the adjusted priority.
4. The method of claim 3, wherein the basic information of the subscriber comprises at
least one of: brand of the subscriber, monthly consumption of the subscriber, consumption
ability of the subscriber, and age of the subscriber;
the operating information of the subscriber comprises at least one of:
times of selecting a service corresponding to a predefined processing priority;
durations of selecting the service corresponding to a predefined processing priority;
and
a percentage of a ratio between the times and the durations of selecting a service
corresponding to a single predefined processing priority to a ratio between the times
and the durations of selecting services corresponding to all predefined processing
priorities.
5. A method for generating a customized Interactive Voice Response, IVR, flow, comprising:
acquiring operating information of a subscriber; and
generating the customized IVR flow based on the operating information of the subscriber,
in order for the subscriber to get an interactive service according to the customized
IVR flow.
6. The method of claim 5, wherein the operating information comprises at least one of:
times of selecting a service corresponding to a predefined processing priority;
durations of selecting the service corresponding to a predefined processing priority;
and
a percentage of a ratio between the times and the durations of selecting a service
corresponding to a single predefined processing priority to a ratio between the times
and the durations of selecting services corresponding to all predefined processing
priorities.
7. An apparatus for implementing an interactive service, comprising:
a receiving module adapted to receive a communication link request from a subscriber;
an acquiring module adapted to acquire basic information of the subscriber, and acquire
a customized Interactive Voice Response, IVR, flow of the subscriber based on the
basic information, wherein the customized IVR flow being generated based on operating
information of the subscriber; and
a providing module adapted to provide the interactive service to the subscriber according
to positions of nodes in the customized IVR flow.
8. The apparatus of claim 7, further comprising:
a generating module adapted to generate the customized IVR flow based on the operating
information of the subscriber.
9. The apparatus of claim 8, wherein the generating module is further adapted to:
acquire adjusting strategies for respective nodes in an IVR flow tree and the operating
information of the subscribe;
perform comparison among the respective nodes based on the operating information and
the adjusting strategies;
acquire a processing priority of the subscriber, wherein the processing priority includes
a first priority and a second priority;
adjust the first priority to a third priority and/or adjust the second priority to
a fourth priority based on the comparison, wherein the third priority is higher than
the first priority, and the fourth priority is higher than the second priority; and
generate the customized IVR flow based on the adjusted priority.
10. An apparatus for generating a customized Interactive Voice Response, IVR, flow, comprising:
an acquiring module adapted to acquire operating information of a subscriber;
a generating module adapted to generate the customized IVR flow based on the operating
information of the subscriber, in order for the subscriber to get an interactive service
according to the customized IVR flow.
11. The apparatus of claim 10, wherein the operating information comprises at least one
of:
times of selecting a service corresponding to a predefined processing priority;
durations of selecting the service corresponding to a predefined processing priority;
and
a percentage of a ratio between the times and the durations of selecting a service
corresponding to a single predefined processing priority to a ratio between the times
and the durations of selecting services corresponding to all predefined processing
priorities.
12. A system for interactive voice, comprising:
an apparatus for implementing an interactive service, adapted to: receive a communication
link request from a subscriber, send an inquiry request to an Interactive Voice Response,
IVR, subscriber behavior analyzing platform to determine whether the subscriber has
a customized IVR flow, wherein the customized IVR flow is generated based on operating
information of the subscriber; receive the customized IVR flow, which is sent by the
IVR subscriber behavior analyzing platform when the IVR subscriber behavior analyzing
platform determines that the subscriber has the customized IVR flow; provide the interactive
service to the subscriber according to the customized IVR flow;
wherein the IVR subscriber behavior analyzing platform is adapted to receive the inquiry
request from the apparatus for implementing an interactive service, and send the customized
IVR flow to the apparatus for implementing an interactive service when determining
that the subscriber has the customized IVR flow.
13. A method for enhancing a processing priority, comprising:
acquiring, by an apparatus for enhancing a processing priority, a predefined processing
priority, wherein the processing priority includes a first priority and a second priority;
adjusting, by the apparatus for enhancing a processing priority, the first priority
and/or the second priority to a third priority and/or a fourth priority respectively
according to basic information and operating information of a subscriber, to form
a customized Interactive Voice Response, IVR, flow for implementing an interactive
service with the subscriber, wherein the third priority is higher than the first priority
and the fourth priority is higher than the second priority.
14. The method of claim 13, wherein before the acquiring the predefined processing priority,
the method further comprises:
acquiring an adjusting strategy for the predefined processing priority, to adjust
the first priority and/or the second priority to the third priority and/or the fourth
priority respectively according to relevant information of the subscriber and the
adjusting strategy.
15. The method of claim 14, wherein the acquiring the adjusting strategy for the predefined
processing priority further comprises:
determining whether the basic information of the subscriber conforms to a predefined
value when reaching an update period, and if so, acquiring the adjusting strategy
for the predefined processing priority.